Position Description:
The Client Care Associate will be part of our Client Services team within the Global Contact Center organization and will be responsible for supporting financial institutions and partners with our Visa Commercial Solutions and Visa Direct products. As a Client Care Associate, you will be working with external clients and banks along with internal Technical Solutions, Compliance, Treasury, Product and Technical teams regarding issue management and support for Visa Commercial Solutions and Visa Direct Products/Services.
Specific Responsibilities will include:
* Provide service to clients via phone calls and online support cases that are advanced and escalated (Level 2 support)
* Investigate and research issues, gather additional information as needed, to successfully resolve or re-route the issue. Determine which issues need escalation or routing to other internal teams
* Identify file formats and connection errors (APIs, STFP, JSON, SWIFT- PACS, MT, ISO, Etc.) to determine if sufficient information is provided for issue resolution
* Build strong customer relationships with the ability to simplify complex problems to support business and clients’ needs
* Partner across teams and departments for process improvement initiatives
* Assist/train clients to address questions that may come up regarding the funds movement
* Comfortable with global banking protocols, i.e. account numbers, IBAN, CLABE, SWIFT BIC ET. To provide clients with help regarding these types of questions. Ability to validate the client has provided right information per Visa rules to initiate wire transfers efficiently
* Perform all related duties and special projects as assigned
* Participate in all required training sessions for compliance (OFAC, AML, etc.)
* Shift scheduling will be determined upon filling positions, with 24 by 7 operating hours
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Basic Qualifications:
* 1-4 yrs. experience working in a banking or financial setting
* 2 + years of customer service experience
* Basic knowledge of accounting, balancing, banking, and electronic payment processing
* Strong understanding of expense management software
* Customer service skills including call de-escalation techniques and a commitment to quality service
* Ability to work effectively with a team and independently while multi-tasking in a high-volume environment
* Strong research, problem-solving and critical thinking skills
* Excellent PC skills, proficient in MS Word and MS Excel
* Excellent oral and written communication skills
* Ability to both learn new products/services and apply knowledge
* Maintain confidential customer and bank information
* Thoroughly describe, document, and update ticket status with current ongoing issues within ticketing system (Dynamics)
* Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences
* Adapts easily to shifting priorities and challenges
* Must have punctual, regular and consistent attendance
* Knowledge in API’s and SWIFT message formats, JSON, and XML is a plus
Preferred Qualifications:
* Experience in banking operations and/or settlement and reconciliation process
* Associate or Bachelor’s degree preferred
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
